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The Fragrance Shop Reviews

1.4 Rating 301 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 301 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Customer Service
Communication Channels
Email, Live Chat, Telephone
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Dylan
Unverified Reviewer
“I placed an order well over a month ago and it has still not been delivered i have sent many emails the first couple they replied and told me some old rope about it being in the warehouse and it was going to be sent the next day which was not true now they don't even bother replying I just get a automated message first time I've used this company what a terrible company no customer service and no idea how to deliver a Order i really am at my whitsend to knowing what to do I suppose I will just have to send another email how can this company still work when there's so many people who have the same problem”
Helpful Report
Posted 5 months ago
Sebastian
Verified Reviewer
“Ordered two fragrances 2 weeks ago. 10 business days have elapsed, and I have not received any information regarding why my delivery is late or when the closest delivery date would be. I have sent them three emails, of which two consisted of the same two copy-and-paste replies that did not help me. The third email I had 0 replies to. The customer service is appalling, and so is the delivery service too. Don't get me wrong, the prices are great, especially with the TFS membership, but what is the point if the products do not arrive.”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“It has been 25 days and my order is yet to arrive. They said my order would soon be dispatched. During this time I received a small 5ml sample of the perfume I ordered. I thought this was something they had sent as an apology whilst I awaited the full bottle. One week later I am told my order has dispatched. I check the tracking information to find it marked as delivered, with a photo of the small parcel containing the 5ml sample. I contact the company. They tell me that I need photos of all elements of the packaging to prove the full bottle was not there. But I binned the packaging as this was now around two weeks ago and my parcel hadn’t yet been dispatched at this point. They now say nothing can be done. Absolute scam. I have effectively paid £70 for a sample.”
Helpful Report
Posted 6 months ago
Michelle
Verified Reviewer
“Bad service!! Ordered 2 high boss gift sets and only got 1 waited over 3 weeks for another one or even a refund and im still waiting!! Customers serviceon the phone is awful!! Just fob u off with lies!!! Won't be buying from here again!!”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“Absolute rip off”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“They are the worst customer service!!! I have missing item which is the expensive in the order. And not resolved ever!! Wasted money on you cheaters and thief!!!”
Helpful Report
Posted 6 months ago
Deb
Verified Reviewer
“Bought a daisy perfume, opened it and was not spraying. Phoned the store in London Oxford street, They said bring back the next day. When I arrived it was shut. Fuming was an under statement. Went to other store up the road in Oxford street. Young boy said can not replace because I had opened it. Is he having a laugh, I had to open it to use bloody idiot. Saw some one else demanded by my husband, he shrugged he’s shoulders at him. My husband said don’t shrug your shoulders at me. He was not going to help me. I lost it big time and demanded refund or another bottle of which I demanded to open. The replacement worked so left the store. WILL NEVER USE THIS COMPANY AGAIN”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“Horrendous customer service repeatedly asked to cancel my subscription but they continue to take money from my account and will not refund it. The only way I could stop this was by cancelling my bank card which was advised by my bank as they had issues with scentaddict before. Do not sign up to this!”
Helpful Report
Posted 6 months ago
Jackie
Unverified Reviewer
“I signed up to the subscription and choose my scents for 12 months. Thinking that £12 a month was worth it for some of the scents I couldn’t afford to buy at full price. My first spray was delivered however it would not spray at all. Contacted customer service and they asked for proof of all packaging & the perfume. I also took a video showing no mist! They didn’t respond initially so I emailed again and was told to return the perfume to a fragrance direct store. My nearest one is over 30 miles away. I had no other option but to cancel my subscription. Very poor customer service”
Helpful Report
Posted 7 months ago
Emma J
Verified Reviewer
“Saw the advert online, thought it looked and sounded great. Signed up for the specified price online at £12, first scent came, all good and then.....I received an email claiming that from 12th Sep the subscription will increase to £14 UNLESS I sign up to MyTFS for a discount. So basically, you are misled and conned into signing up for a certain price, only to be told a week later you will have to subscribe to their loyalty package to receive a discount. But yet you are paying for this discount, yearly? Make it make sense! Absolutely NO mention of any of this when you first sign up which as stated to the "customer care" team, this is false advertisement and deliberately misleading new customers. I also attempted to use a blue light discount code which did work upon signing up, but again I was told this did not actually work. So there you have it. Blatent lies from this company. Zero integrity. As for the "customer service", forget it. I will look elsewhere AND warn everyone not to use this company.”
Helpful Report
Posted 7 months ago
Katie C
Verified Reviewer
“My first order came today via Royal Mail, atomiser and perfume sent in a lovely box. Beautiful scent, very pleased. Was a little put off by the bad reviews regarding broken bottles and not being able to unsubscribe very easily. But I will be keeping the subscription for a few more months to see how I get on. Pleased so far.”
The Fragrance Shop 4 star review on 18th August 2025
Helpful Report
Posted 7 months ago
Anonymous
Verified Reviewer
“Highly recommend avoiding this company at all costs!! I’ve been chasing them for a resolution for a missing item from my order for over TWO & A HALF MONTHS & they either request on repeat the same information that I’ve sent them over 6 times, ignore my emails or pretend like they are going to look into it but never get back to me. I was ordering from them for years. Will never order again! Avoid avoid avoid!”
Helpful Report
Posted 7 months ago
Anonymous
Unverified Reviewer
“Terrible customer service. Order not arrived and no help at all from this company. Much better similar services available for the same products so do not waste your money on this one.”
Helpful Report
Posted 7 months ago
Luna
Unverified Reviewer
“Trusted Scam Recovery Experts Who Actually Deliver Results”
The Fragrance Shop 1 star review on 29th July 2025
Helpful Report
Posted 8 months ago
Anonymous
Unverified Reviewer
“The first subscription came through fine, thought I must be lucky. Was telling everyone how good it was I get to change my perfume every month and all this. Until the 2nd month come and I am now in the bin with everyone else. No sign of my 2nd perfume but the money has been taken and I’ve contacted customer services as they gave me a fraudulent tracking number but claiming the parcel is with Royal Mail and unable to give me a tracking number. Useless”
Helpful Report
Posted 8 months ago
Anonymous
Verified Reviewer
“They sent me a parcel with a missing item & a bunch of leaking printer cartridges and fabric instead. I have been having repeat conversations with them for over a month and they keep requesting the same information, not offering a solution and being utterly unhelpful, unprofessional and beyond time consuming. I've been a customer for years and am utterly appalled with their service when something goes wrong on their end. Do not recommend ordering from them in future.”
Helpful Report
Posted 8 months ago
Claire
Verified Reviewer
“If I could give no stars I would. The customer service is appalling and they do not help when there are any issues. I had a problem and emailed about it only to be deliberately sent around in circles for ages and lose my money. It was an absolute waste of time and my money was just taken with nothing to show for it. They sent me a loose bottle and couldn’t care less!”
Helpful Report
Posted 8 months ago
Helen Challand
Unverified Reviewer
“If I could give zero stars I would. I never received last months subscription. I haven’t received this month. Customer service are appalling. They don’t help. Don’t offer any solutions. Take ages to respond. Keep away from this subscription and save your money.”
Helpful Report
Posted 9 months ago
Anonymous
Verified Reviewer
“I ordered, 10 items to be delivered as click and collect, next day. This was supposed to be beforehand Father's day. Got a conformation email with the order number. But been a week and no delivery, and worse the tracker can't even trace the order. Raised the issue with customer service, but only received an automated reply and nothing beyond. Very disappointed. Didn't get my order or don't know what happened. Extremely bad service. I should have gone to other retailers.”
Helpful Report
Posted 9 months ago
Anonymous
Unverified Reviewer
“Not made aware of annual membership fee”
Helpful Report
Posted 9 months ago
The Fragrance Shop is rated 1.4 based on 301 reviews
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